A Testament to Good Customer Service

Here’s a customer service success story about Delta Air Lines. Two things of note.

First, I love how the customer responded to his laptop being destroyed. He kept his composure and remained polite and courteous even while insisting on appropriate remedies to his loss.

Importantly, he didn’t yell or exacerbate the situation with hostility.

As we’ve discussed before, good customer service requires both parties to be polite and invested in solutions.

Even when service providers make mistakes, customers should remain civil and gracious to foster a positive relationship, as doing so exponentially increases the chances of a satisfying resolution.

Also, I was amused to see that the story was written by Alex Skolnick, long-time guitar player for the thrash metal band, Testament. Now in his early 40s, Skolick demonstrated great maturity and poise during this episode.

I have to wonder if his reaction would have been the same in 1983 when his band was first starting out.

Admittedly, I remember buying his first record when I was 14 or so, and I guarantee that my reaction to Delta's mistake then would not have been nearly as collaborative as it would be today.

Hope everyone is off to a great 2011!